7 Replies Latest reply on Feb 18, 2016 8:48 AM by erik.marple

    Knowledge article presentation

    erik.marple Expert

      We're currently reviewing the LDSD product trying to salvage some parts of it that have been problematic since implementation. One of the many complaints is that the presentation of Knowledge articles is really ugly. The article window allows the use of HTML-enabled fields for text formatting and images, but in order to prevent the user from altering it, it has to be set as Read Only which adds a drab gray to the background and generally just looks terrible. When compared to other products on the market that seem to shine with Knowledge functionality (and UX in general), it's really been frustrating.

       

      During a recent demo we requested for our re-evaluation, they briefly zipped through showing a Knowledge article, but it was painfully obvious that whatever template or article display they had, it was not out of the box. They commented that it took some significant customization to show it that way. Does anyone have a better way to display these articles? If we can't get this looking better, at the very least we're looking at transitioning Knowledge out of LDSD entirely because of how primitive it is. UX is huge to us and we're just not getting what we need.

        • 2. Re: Knowledge article presentation
          erik.marple Expert

          Thanks, I appreciate the response. That's a step in the right direction Although to be honest, I'm extremely disappointed we basically have to code the thing ourselves with a calculation in order to get it remotely usable. This kind of thing should be built in. So many other products take UX seriously...I really wish LANDesk would. Even their new Fuse/BridgeIT/Workspaces/ThisWeeksNewName isn't very nice looking.

          • 3. Re: Knowledge article presentation
            bmagurn Apprentice

            Yep, I agree.  There seems to be months of custom dev work required to turn LANDesk into a good looking product.  It's especially frustrating when all the sales demos and webinars showcase designs and features that are not available out of the box. 

             

            I can't count the number of times my managers have pointed to the demos or sandbox and said "why doesn't ours do that?"

             

            It's great that the product is so flexible, but it would be better if I could download the content packs, rather than follow 100 steps to build it myself.

            • 4. Re: Knowledge article presentation
              erik.marple Expert

              I'm in the same boat. I constantly have to apologize for it. I'd be happier with some standardized looks imposed on the system, some real effort into polishing it (along the lines of Freshservice and similar products), adding wizards instead of forcing us to code it ourselves, etc....even if it meant a little less functionality. From what I can see they are lagging at least 5 years behind the products that focus on user/admin friendliness and intuitiveness.

              • 5. Re: Knowledge article presentation
                Darren.Bradshaw Specialist

                Yeah i agree, when you see the demos etc. they all look great until, you need to do this sort of stuff yourself, then you need to spend more time looking around the community on how to achieve this, if this has already be done by LANDesk then why it is not published out to the community or and in the OOTB product.

                • 6. Re: Knowledge article presentation
                  Lara Hellman SupportEmployee

                  Hi bmagurn,

                   

                  You'll be pleased to know then that a lot of the work being done at the moment is to deliver exactly that for you - the ability for LANDESK (or anyone) to produce great content and enable you to easily import it in to your system without having ti re-create it all yourself.

                   

                  Thanks,

                   

                  Lara

                  • 7. Re: Knowledge article presentation
                    erik.marple Expert

                    It looks like ultimately they've opted to move Knowledge management out of LANDesk (and into SharePoint). Knowledge is an important part of our support offering and this product's version is just too weak for our needs, with little relief coming from the next generation UI. It's unfortunate because it was one of the requirements laid out when we originally requested information on this product and is another thing that fell far short of our expectations :\